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Employer: TELUS International Europe
  • Customer Support - Client Service
  • Job type: full-time
    Job level: 1 - 5 years of experience
  • Craiova
  • Updated at: 13.12.2013
    Short company description

    TELUS International Europe is a premium multilingual contact center, BPO (business process outsourcing) and ITO (information technology outsourcing) provider, delivering high quality services since 2004. The company has 2,500 team members across seven delivery centers located in: Sofia and Plovdiv (Bulgaria); Bucharest and Craiova (Romania), as well as offices in Manchester and Cannock (England). TELUS International Europe offers contact center solutions, ITO and innovative customer service support for global customers in over 30+ languages. TELUS International Europe is a proud member of the TELUS International family.

    TELUS International is a global BPO company with over 20,000 team members around the world, including in Canada, the United States, Europe, Latin America, and the Philippines. With over 175 million customer interactions supported annually via voice, email, chat and social media, across the telecommunications, utilities, high tech, gaming, finance, retail, e-commerce, travel and logistics, and health care industries, TELUS International enables customer experience innovation through spirited teamwork, agile thinking, and a caring culture that puts customers first. As the global arm of TELUS, TELUS International is backed by a leading national telecommunications company in Canada, with CAD$12.4 billion (€8.77 billion) in annual revenue, 14 million customer connections. For more information, please visit:





    * Advanced in English;
    * At least 3 years experience in the customer interaction / BPO industries;
    * Experience in Operations;
    * Customer service experience;
    * Previous experience with both inbound and outbound sales / customer service;
    * Proven track record delivering consistently high standards of customer service in a complex operational environment;
    * Strong MS Poffice skills with analytic thinkin
    *Knowledge of the following systems: knowledge of WFM system, Bluepumkin, Verint, Hermes, AVAYA, CMS- will be a big plus
    * Available for relocation in Craiova


    Position summary

    * Will be responsible for managing specific operations and activities related to various practice areas (i.e. Customer Care practice, Technical Support or Sales/Marketing practice, Application Development and BPO Outsourcing);
    * Will ensure that client requirements are translated into action plans for various verticals focusing on customer service, profitability, client relationship and efficiency.


    * Will maintain and improve the operations by monitoring system performance; identify problems and risk; prepare and complete action plans; complete system audits and analysis; manage system and process improvement;
    * Will ensure the achievement of all KPIs stipulated by clients through active coordination with various Operations and Support functions (i.e. Human Resources, Facilities, I.T., Finance and Training & QA); participate at the development of various procedures and regulations and respective follow up process;
    * Will ensure all reports to clients are sent correctly;manage their programs successfully through the achievement of service levels and revenue targets through active coordination on staffing requirements, adjustment of staff schedules, usage of overtime or under time, systems, facilities, etc;
    * Will provide significant contributions to activities related to customer acquisition, customer satisfaction, client relationship and program management. Will work closely with Sales and Marketing departments to grow and expand the business;
    * Will be responsible for collaborating with the management in the development of key strategies, projects, functions and services;
    * Will support business and financial reviews to ensure key metrics and service level agreements are met and implement action plans from these reviews;
    *Will be responsible of the entire Operations in Craiova(200 seats)